Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2026 24 W e all need help on occasion. Unfortunately, too many of us hesitate to ask for it or offer it. It doesn't have to be that way, nor should it. Don't wait for a customer or coworker to ask you for help. Instead, approach them and ask this question: "Can I help you?" That's important, because it not only puts you in the driver's seat, it demonstrates your willingness to be of service, and service is critical to the success of every company in the world no matter what it's selling. When you, as an employee, consistently and sincerely ask if you can help a customer or a coworker – or even a supervisor or manager – you're setting a standard that will get you noticed, and when you're noticed you'll be rewarded. Let every decision you make be influenced by the goal of standing out and moving up. Your reward will come in the form of a satisfied and loyal customer or a coworker who recognizes your commitment to providing help wherever and whenever it is needed. In many cases, when you offer to help someone, you're stepping outside your comfort zone. Self-imposed limitations are the biggest barriers to your success. Identify what is holding you back, then attack the barriers one by one. One way to do that is to look for examples of challenges that successful leaders have overcome and how they succeeded; then make their stories your own. You must be willing to take risks. Believe in yourself. Self-confidence is power. Have confidence that you can – and will – handle anything that comes your way. It might be a customer who's dissatisfied with a product or service, or a coworker who's struggling to meet a deadline. When you ask customers how you can help them, get as much information as possible so you can serve them to the best of your ability. Actively listen to what the customer is saying. Apologize for the situation and ask the customer how you can solve the problem. Ask for his suggestions and offer others he might not have considered. Remember this: Little things mean a lot. If a customer asks where he might find a specific product, don't just point down the aisle. Walk with him, show him the product, and ask if he has questions. Answer his questions, and close the sale. When you ask a coworker how you can help, I recommend leading into the question by asking how his project is coming along. If he answers honestly and says he doesn't know if he can meet his deadline, that's the time to ask, "Can I help?" It's important to be sincere and not hint that you're questioning his skills – rather, you genuinely want to offer your help to help him have a successful outcome. Become a team player. When you show that you're willing to go above and beyond to help your customers and coworkers, you're making yourself invaluable. When you're invaluable, you're indispensable. When you're indispensable, you'll move up. And, when you move up, you always make more money. For more information on John Tschohl and the Service Quality Institute, visit www.customer-service.com. John Tschohl Customer Service John Tschohl is the founder and president of Service Quality Institute, a global leader in customer service. He is considered one of the world's foremost authorities on all aspects of customer service, and is the author of several books including Moving Up: A Step-by-Step Guide to Creating Your Success. His monthly strategic newsletter is available online at no cost at www.customer-service.com. CAN I HELP YOU? The most important question you can ask RO

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